Customer Service - Billing & Collection - Billing and Payment Specialist I/II

GENERAL DESCRIPTION
Under the direction of the Supervisor III – Billing and Payments, the Billing and Payment Specialist I/II is responsible for the accurate and timely processing of utility billing, collections, and payment transactions. This role involves interacting with customers to resolve billing issues, processing payments, and maintaining detailed records to ensure compliance with city, state, and federal regulations.
SUPERVISION EXERCISED
The Billing and Payment Specialist I position does not exercise direct supervision over other employees.
The Billing and Payment Specialist II position may exercise technical supervision over the Billing and Payment Specialist I.
IMPORTANT AND ESSENTIAL DUTIES
Prepare and process regular, delinquent, and final utility bills.
Validate account information, meter readings, and consumption data to ensure billing accuracy.
Assist in the setup and management of automated billing systems, including ACH files and bank drafts.
Reconcile daily receipts and transactions and prepare bank deposits.
Process customer payments received via mail, online, in-person, and other payment channels.
Respond to customer inquiries regarding billing and payment issues in a professional and courteous manner.
Ensure compliance with city, state, and federal regulations related to utility billing and collections.
Assist in the preparation of reports and documentation required for regulatory compliance.
Participate in training and professional development activities to stay current with industry best practices and technology advancements.
Billing and Payment Specialist II
Maintain detailed records of billing and payment transactions for audit and regulatory purposes.
Perform daily reconciliation of accounts receivable, ensuring that all transactions are accurately recorded, and discrepancies are promptly addressed.
Assist in maintaining and updating the general ledger with accurate billing and payment entries.
Generate financial reports related to billing and collections, providing insights into trends and identifying areas for improvement.
Prepare documentation and reports for internal and external audits to ensure compliance with financial regulations and standards.
Participate in quality assurance activities, including monitoring transactions and providing feedback for improvement.
Assist in the development and implementation of standardized procedures and best practices to enhance accuracy and efficiency.
Provide training and support to Billing and Payment Specialist I and other team members.
Stay current with industry best practices and technology advancements through continuous professional development.
OTHER JOB RELATED DUTIES
Perform other job related duties and responsibilities as assigned.
KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge of:
Principles and practices of utility billing and payment processing.
Customer service standards and techniques.
Basic accounting and financial principles.
Billing and payment software and technology tools.
Skill to:
Process billing and payment transactions accurately and efficiently.
Provide excellent customer service and resolve conflicts effectively.
Communicate clearly and concisely, both orally and in writing.
Operate office equipment, including computers and billing software.
Ability to:
Work independently and manage multiple priorities in a fast-paced environment.
Demonstrate a positive attitude and strong initiative.
Establish and maintain cooperative working relationships with those contacted in the course of work, both internally and externally.
Follow and embrace the City of Abilene Core Values – Respect, Integrity, Service Above Self, and Excellence in All We Do.
Perform as a team member in a manner that accomplishes the Division’s mission and treats team members with dignity, courtesy, and respect.
Billing and Payment Specialist II
Knowledge of:
City, state, and federal regulations related to utility billing and collections.
Quality assurance and auditing methodologies.
Skill to:
Perform detailed financial reconciliations and generate accurate financial reports.
Ability to:
Lead, manage, and perform as a team member in a manner that accomplishes the Division’s mission and treats team members with dignity, courtesy, and respect.
Experience and Training Guidelines:
For positions with more than one level, all listed requirements at the lower levels are required at the higher levels. Any combination equivalent to experience and training to provide the required knowledge, skills, and abilities may be qualifying. Knowledge, skills, and abilities may be obtained through:
Billing and Payment Specialist I
Experience:
One (1) year of experience in billing, payment processing, or customer service, preferably in a utility or similar en